Preventative Maintenance
The easiest problem to fix is the one that never happens - and regular phone maintenance may help you spot potential problems in the making and get them resolved before they make the transition to something that causes you grief.
Unfortunately, there may sometimes be the temptation to economise on this area and to do away with such servicing and maintenance.
Reliable and robust as modern business telecom services are, they may still be prone to problems - and servicing may help prevent that.
Telephone Support
Sometimes a problem may be minor and something that can easily be resolved through some telephone support provided by an expert.
When selecting a business telecoms solution, it is important to include the supplier's ability to provide such a service, in your selection criteria.
On Site Problem Resolution
Unfortunately, sometimes a site visit from a qualified engineer may be required as part of a telephone system repair activity.
If so, you may not be too impressed if you have to wait days for someone to actually turn up and in the meantime are reduced to trying to guess what your customers may or may not be doing.
Equally, you may find it hard to find anyone at all to undertake a telephone system repair unless they understand your system and have previously committed to supporting it via an appropriate contract.
This leads to an important principle - that of contracting in advance for the service you need.
The Support Contract and Service Level Agreement
It is typically advisable to think carefully about asking a telephone support company to contract with you to provide a range of services for a specified price.
This may include routine maintenance but also just what support service they will be able to provide to you in specific circumstances.
For example, the contract may define during what hours and over what days, they will be:
contactable by phone (including how long it will take them not just to log your call but also to get a qualified engineer on the phone to you);
if necessary, during what days/hours will they be able to guarantee to get an engineer onto your site if necessary (that should include a statement as to how long it will take the engineer to arrive).
As you might guess, typically the higher level of support and service you demand (e.g. weekend cover) then the more your service contract may tend to cost.
However, if your business functions over the weekend and your telephones fail Saturday morning, being told that an engineer will be with you sometimes on Monday, may not be something you could live with.
So, telephone system repair is a multi-faceted subject and one that it may be worth taking seriously.
Lisa Settle is a Director of Telcare ( http://www.telcare.co.uk ) a customer-focused telecoms provider that can take care of all your telephone system repair needs, from giving advice through to installation and ongoing care and maintenance.
By Lisa Settle
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